Customer-based SLA It is created by a company for a particular customer that covers multiple services. A classic example of a customer-based SLA is that a large company registers with a telecommunications company for multiple services. It can contain a guaranteed availability of 99.9%, on-site engineers, scale-up &scale-down within a set period of time, etc. A multi-level SLA offers the highest possible fit and covers services at the enterprise, customer and service level. The SLA is a documented agreement. Let`s see an example of an SLA that you can use as a template to create your own SLAs. Remember that these documents are flexible and unique. If necessary, make changes, as long as you include the relevant parties, in particular the customer. And think of additional questions you might want to add agreements to, such as: how do companies ensure that the suppliers they collaborate with maintain the high service standards they claim to offer? Measures should be designed in such a way that both parties do not reward bad behaviour. For example, if a service level is violated because the customer does not provide information on time, the provider should not be punished.

SLAs create clear and defined communication boundaries – While defined SLAs provide clear guidelines for employees to communicate with customers, the benefits of SLAs are not entirely one-sided. A carefully crafted agreement can also be used by your staff as a resource for difficult conversations. For example, many companies have that one customer who doesn`t hesitate to investigate several times a day to check the status of their problem. If this happens too often, an SLA can be a key document to confirm communication policies. You can refer to the SLA and let the customer know that they have agreed in writing to allow a 12-hour response time for a non-serious issue. This recall usually causes the customer to withdraw, increase productivity and improve employee morale. For example, an SLA might require a voIP provider like Vonage to guarantee 99.9% service availability. If it falls to 97%, the customer`s payment will be reduced by 5%. Use our comparison tables to learn more about the best VoIP providers like Talkdesk and read customer reviews that relate to the type of service you can expect from them….